* Prices may differ from that shown
I will write a more detailed report to follow. But can I say at the moment I am sat in my house after the phone line has been cut on two occassions, one due to third attempt at take over from current provider which failed, more recently when deciding to cancel order due to incompetance last week my line went dead as a doe doe and sky said nowt to do with them.
My current provider are desperately trying to get me a new line set up and have told me they have proof that sky are responsible and are encouraging me to go to otello, ofcom etc.
Thing is I have a fall detector due to epielpsy linked to alarm. It has now on two occassions been totally redundant due to line going down. Sky have been aware all along how important it is for my line to stay up as it was raised as an issue at point of sale.
My current provider last time had to send emergency engineer out as compassion issue even though according to them I was now a customer of sky. The engineer confimred sky could have resolved it if they had sent him also, but you see sky said they were going to do it yet when I asked where he was, I was told nothing on system. So had sky sent engineer I would have been with them, but as current sent them I had to stay with them at that time, something I was to realise was for the best.
Obviously because what I thought was my current provider helped me I decided to stay with them and discontinue the order with sky. I said I am worried you will still take me over as received letters and text confiming I was still their customer. Told not to worry, ignore we have cancelled it. Low and behold the window of transfer came and guess what my line went dead.
Called sky who said nowt to do with them, called current provider who liased with cable and wireless told me it was sky and they can prove it.
So contacted sky because whilst its going to be a week possibly more of no phone and my alarm no good would they like to tell me what went wrong. Told again and again nowt to do with them.
I am waiting now for new line to go in and hoping my number can be reinstated to me, though to be fair to current provider told them if not able to keep it then fair enough and we will see.
Point of review is I am losing my hair for real due to the destress. I asked a rep why they dont admit fault and was told, well companies dont like to admit fault do they?
I thought maybe this was a partial apology but executives office who are responding to me, say they cant see how sky can be responsible and are now saying I am being misled by my new provider.
Apparantly according to currenr provider when raise an order it also includes a cease order for current providers line. When cancel order they need to make sure the cease order has been cancelled also and the problem was that whilst indeed the first order of line was cancelled, the cease order still stood.
The previous problem is described as the job was half done and left like that, anotherwords my line was not finished when going to sky. When the engineer came out from current provider he said there was also now a mapping issue it took three and a half hours to fix.
I asked sky why after my line went down twice and on dates within take over windows for you, cant you see the coincidence. They say again nowt to do with them.
I am going after them when have the proof for costs and distress caused. They knew about my alarm and just fobbed me off and inturn blamed another company. I know who I believe, will update with result into complaint.
Anotherwords avoid them like the plague. All the reviews cant be wrong, what is with them that their customer services is so blinkered that it cant see what this is doing to people like me. One call alone to them on my mobile cost nearly ten pounds and lasted over fourty mins, they even put me on hold to look into it and boy is their hold music annoying me now.
Please they seem a company with to be fair a good package that when goes well I am sure is fine, but boy when their is a problem expect like me to lost your hair and feel like hitting the bottle, being an epileptic its not a good idea, especially with no bleep alarm. Sky doesnt know what customer services is. Ps, The one star is so begruded as you dont seem to be able to avoid putting at least one, but boy they dont deserve even one and this report is so filled with anger and destress that its steaming. xx
We got Sky talk almost 2 years ago and always found it quite reasonable. We got the line rental free for the first 6 months and after that it was £11 a month. Now to be fair this is very reasonable. We even got free evening and weekend calls to uk landlines. When we originally signed up for this service we were very happy with it as it saved us quite a bit of money when switching from BT.
We even switched our broadband over from BT to sky as well as having our TV with them. Everything was fine until October of 2009 when everything went pear shaped and when Sky's customer service or lack thereof came to the fore.
It was mid October and we were unaware of any problem with our telephone service. People including Friends, Family and Colleagues had been trying to get a hold of us for a few different days. They were ringing our landline number and getting a dead tone as if the number had been disconnected. I myself only discovered this when dialling home from work late one evening. I actually tried 3 times as I though I must be dialling the number wrong. On each occasion I too was getting the dead tone.
Later that evening when I arrived home I went straight to the phone and lifted it. It was live and everything seemed fine from that end. I then tried ringing the house using my mobile to see if it would ring in the house even though I was getting a dead tone on my Mobile. Again nothing. I then tried ringing my mobile from the house phone - this worked!, I rang my parents house and was able to carry out conversation, I asked them to ring me back on the landline to test it but again it wouldn't work.
At this point I contacted Sky for the first time, getting through to one of their Indian call centres, they proceeded to take me through a process to testing the phone, removing the cable & replacing it, then opening the connection box placing the cable in a different port. Then trying a different phone in the box. None of this worked so they escalated the call.
The next evening Sky had still not got back to me and my phone was still not working so I rang for an update. I had to explain my problem again only now it had become worse because we were no longer able to dial out from the house phone. No matter what number we dialled it told us the number we were dialling was not recognised! the problem had gotten worse!. This time I had to ring Sky from my mobile which cost me a bomb ringing their "08" number. I waited for 15 minutes for my call to be picked up, at which time I informed the advisor that I wanted him to ring me back as I had wasted enough of my credit. He said he would firstly try the landline and if he could not get through he would try the mobile. A few minutes later I received his call on my Mobile stating that he could not get through to the house number. He requested I perform the same checks I had done the previous night with the other consultant. I informed him of this fact but did the tests again anyway. Still the problem persisted so he escalated the call to another team and put me through to them. I then had to inform the third advisor of the problem as there were no notes on my account. He stated he would get back to me.
Day 3 and I still had heard nothing back, I rang again and spoke to a girl making sure I git her full name. I complained about the poor service and the fact that I had now been without a phone for 3 days. I also had to go through the process of explaining the whole fault again. She spoke to her manager who contacted the relevant team advising them to contact me ASAP. The female advisor would also take responsibility for the call and check back with me on progress, Day 4 PM and the problem remained and I still had no contact from the technical department. Over the next 2 weeks I received intermittent calls from different engineers, each one of them asked me to explain the problem to a point were I finally cracked and said "excuse me but I have actually told 50 of you people what the problem is and am sick of explaining it, have you not got notes explaining the problem in front of you".
Contact again became scarce and I again had to chase this myself, repeatedly having to have the same conversation ala ground hog day, explain gin the problem until my throat was sore. About 4 weeks into the problem I again rang and was told that Sky were sending a BT engineer to the exchange to investigate the problem. Only took 4 weeks, not bad eh? Well I'm not finished yet. It transpired that Sky had been switching my service to there new network and there had been problems with the transfer. The problem was slightly resolved in that we were once again getting dial tone and could ring people, also mobile numbers and Sky themselves could ring us to the landline, however our parents who were on BT landlines were still getting a dead tone when ringing us, as I did when ringing from work. I had to provide Sky with the numbers of the people who were ringing us as Sky then insisted that it was our parents phones and not ours that was the problem! - Don't think so mate.
Sky then after another week said that they were getting another engineer out on a certain day and asked would people be available at the lines that were unable to reach us. In other words we had to ask our parents to stay home on the off chance that sky would ring them and ask them to try ringing our numbers to try and trace the fault. Our phone did not work correctly for over 2 months when we finally thought it was resolved.
Until one day in early January I tried to check our voicemail service and was told we didn't have that service. This too was reported as a fault and I again had to chase it for weeks to no avail. Eventually it started working in late February. I only knew this because I kept testing it myself, Sky never contacted me to test it, or check, or even inform me that it had been fixed. I only found out it had by checking for myself. So Sky's service is less than exemplary.
By this time we had become more than fed up with Sky as a whole as out Sky plus box had wiped all recorded programming for the umpteenth time. I tried to complain but Sky do not have a complaint department you can speak to over the telephone. They have 15 different departments you can speak to all of who's numbers are on the website but no complaints or customer care team. I tried to submit a complaint online but the forms there were all pre populated drop down boxes which didn't allow you free text to type your problems or vent!. Only if you picked a particular combination of 5 different options would a free text format appear. Sky apparently don't want to make it easy for you to complain. I submitted my online complaint in late December along with a written letter. As yet I have not received a response and I have complained to the regulator.
Deciding enough was enough we are now switching to Virgin, I rang sky to cancel my service and at this point the adviser decided to look into the problems, Sorry love 4 months too late your company have had your chance and failed miserably. She advised me that my last bill would be £85 covering me up to the 26th March. I don't think so mate, I'm switching to Virgin form March 1st. I'm not paying you to the 26th for a service I'm not using, I mean If you had dinner in a restaurant last week and paid your bill, and then decided to go to the restaurant next door the following week would you go into the first restaurant and say "I'm actually eating next door tonight but here's £50 anyway as I ate in here last time I ate out" No you wouldn't so why would I pay SKY for a service I'm getting with another provider?.
To summarise Sky are useless, there service is useless, as is the customer care. We would in fact still be with them only for the quality and response time of the service we received. All Sky's own fault. They refunded the cost of mobile calls to them and also the charges for the days we did not have the service. But it took 4 months from start to finish for the telephone to work as it should. Its not a complicated piece of equipment - it was invented over 100 years ago so how is it that a company like Sky A billion Dollar company owned by one of the richest men in the world, can't run it correctly or provide satisfactory customer service and care?. Why do they have umteen departments you can contact but no telephone complaints service? I mean you can speak to Sky Broadband, Sky Talk, Sky TV, Home Move Teamm Upgrading, Reinstating sky, Joining Sky, Sky Player, Sky Mobile, Sky Box Office, Sky Protect, Program Queries, Introduce a friend. The fact is they don't care sbout the customer in the way they should, they just care about getting money off you in every way imaginable.
I have been with Sky for my TV and broadband now for a little over 2 year and following a huge mistake by BT in my billing (changing my billing style and requesting I pay 3 months worth upfront before acknowledging it was their error but I still had to do this as it was too much hassle to change the bill and so could not be done) decided to move my entire package over to Sky by moving my phone package (including line rental) to Sky Talk.
I gave Sky a quick call and explained that I wanted to change over to their phone package and so explained the situation and was told it could take upto 14 days to be complete but that they would contact BT as soon as possible and within 5 days I had a letter from Sky confirming their date for change over followed by a letter from BT confirming the cancellation with them and the date this was set for. I waited with baited breath for the date of switchover to come expecting to lose my service for at least a day or two but when the day finally came I tried my phoneline and all worked fine so I contacted Sky to check that my line was now with them (on the freephone number they provide for Sky Talk customers) and was told all had now been switched over and to check and discuss my plan was ok for my needs which we agreed upon.
- Quick and easy call to sort out transferring my line
- Installed on date given to me and within agreed timescales
- Great phone service
- Excellent value for money
- No marketing calls to ask if service ok as I used to get with BT
- Free customer service phone number provided with welcome letter
- None so far
I have been really happy with my experience of Sky Talk and was impressed with the simplicity and speed of the change over from BT to Sky Talk. I have not had any issues with my customer service experience or phone line to date.
A word of advice... STAY CLEAR!
Having previously been with Virgin Media, I moved house and was unable to get the same service because of a lack of Fibre Obtic Cables. So, I went with Sky. I ordered Phone, TV and Broadband at the same time and paid for all the instillation charges up front. The TV was installed fine a week later and I was told that it would take 10 days for the phone to be installed and a further 7 to get the broadband working.
So after 20 days, still no word about the phone line, i decided to give them a call (on their premium rate numbers) From here on in, I cannot tell you exactly what the problem was, the reason being that NO ONE at Sky seemed to know what was going on! Once, I was told my address was wrong, despite a TV engineer finding my without any problems, once I was told I hadnt ordered at all; I was also told that the systems had been down and no one could call me back, and finally when I asked 'is there anyone in the whole of Sky who knows what is going on? and I was told 'No'
Basically, I spoke to around 50 (that is not an exaggeration) people over the course of about a month trying to simply get a date for when I would get the services I had paid for and no one was claiming any responsiblity and the closest thing I could get to an answer was that it could be up to '90 days'.
I had a most frustrating experience I can tell you, and having read other reviews I can see that other people have aswell.... I have now cancelled the service, well within my 'cooling off period'. I am supposed to be getting a refund on my installation charges but so far I have had a letter saying 'We are sorry you are leaving' , once demanding £150 because I moved out of my contract early, and one congradulating me on moving to a new home! These guys really dont know what theyre talking about.
I would strongly advise staying away from these people - its not worth the money in the phonecalls!
We moved house last October and having looked around a little decided to go to Sky for their TV, phone (Sky Talk) and broadband package. Our experience with Sky in the past had been good and the package met all our needs at an excellent price.
The Sky Talk unlimited package offers free calls anytime to UK landlines and to 20 overseas countries incl. Australia, France, Canada, US etc. (even Canadian and US mobiles), for £5 pm. And you don't have to change your BT line or number...great.
Having already set up a BT account for the line rental (you used to have to do this), I called Sky to place my order. I explained our circumstances and what we wanted (having all the details to hand from their website). The man I spoke to offered me Sky line rental too, a new service since we had last been with them, and marginally cheaper than BT at £10 pm. Why not, I thought, a small saving and surely easier to have everything in one place! I did explain I already had set up an account with BT for this, but no problem the man said, they would sort out the switch and I didn't have to do anything...great!
Now anyone who has gone down the Sky route will know there is usually a bit of a wait to get connected, so I was prepared for that, however as the weeks dragged on I was wanting my free calls, I chased them and was told BT were being slow (funny how BT always seem to be the problem). A couple more weeks past and I received a letter from BT saying that they had received a request to transfer my line rental to another provider and as I had only recently set up the account, and so was still under contract, they may charge me a cancellation fee. No confirmation they would or what that would be, but still enough to cause concern.
On calling Sky Talk the man I spoke to was very friendly, if a bit patronising (he called me 'love') and reassured me that this was just BT 'trying it on' and that they also had things they could pull and not to worry about it, I would not be charged anything. Perhaps I should have been weary of this man's attitude, but he worked for Sky Talk and seemed to know what he was talking about. What else could I do? Now, I realise I should have have called again to get it confirmed by someone else, or perhaps spoken to BT, but I didn't want to be bullied into staying with them, when I still believed I'd be better off with Sky.
I was eventually connected and some time later received a final bill from BT including a whopping £152 cancellation charge! I was furious and got on to Sky at once. I was told, not only had the Sky customer service person given me the wrong information but also that the person who I had originally placed my order with shouldn't have even offered line rental to me in the first place, knowing I was still under contract with BT. This person said they personally would never have even suggested it to me, knowing that I would be charged by BT! I escalated the call, actually with the support of the person I was speaking to, to as far as I could by phone, but just had sections of the terms and conditions read to me about me being responsible for any contracts with third parties, blah, blah......very helpful!
I actually prepared an email of complaint but could not find an email address anywhere on the Sky website to send it to. Unbelievable, or perhaps not if they have a tendency to receive a lot of complaints! I could have posted a message, limited to x number of words, but as you know I have a lot to say on the matter and would not be so restricted!!
I decided the only thing to do was to go back to BT for my line rental (having agreed with them they would waive the cancellation fee if I did). Simple enough...but oh no! I was told, again by a well-informed Sky Talk employee, that I could not just transfer my line rental back, I would have to cancel my whole phone package and reorder it, waiting another 14days+ to have it connected. This I did, somewhat reluctantly and a month later was still calling customer service to find out why I hadn't received my connection date in the mail....they would look into it and call me back....still no word. " 2 weeks later (we are now in February, remember this all began in October!) I spoke rather crossly to another customer service representative only to be informed that I was already connected to SKY Talk for all my calls and had been since...November. They had cancelled my line rental in January but left the call package running...exactly what I had wanted but had been told repeatedly I couldn't do!
I really do apologise for my ranting, but I feel the need to get this off my chest, and as Sky Talk seem intent on not listening, this will have to do.
Many thanks for reading!
I moved into a new flat and ordered sky plus, sky talk and sky broadband - the customer services where excellent up until this point - once I had actually signed up things changed. the tv was set up within one week and i was promised that my phoneline would be active within 10 days and that my broadband would follow - three weeks later and several failed attempts at contacting 'existing business' customer services (very expensive on a pay as you go mobile due to absence of landline) and still no contact from sky. today I finally got through on a friend's landline. what a joke - sky have the most inefficient and badly organised customer services i have ever come across. after talking at length with four well meaning but completely useless customer services reps I finally got through to the lady in the department I needed only to get cut off near the end of the enquiry. after 2 further calls which ended in me being put through to an answering machine for a closed department that had nothing to do with my enquiry, I was put through to a young lad who told m that the department that i was asking for is closed on a weekend and that i should ring back tomorrow. when i told him that i had been at the end of an order with a lady from that department (whose name i had) only 30 minutes ago, he stated that it must have been someone posing as a member of that department......
do yourself a favour and go with virgin instead who are excellent (i would have but they do not cover my area)
Sky Talk is only available to Sky digital subscribers paying by Direct Debit/continuous credit card mandate.